Configuring Customer Feedback

Before you and your team can send feedback to your customers and measure the success of your customer care efforts, you must set up your feedback settings.

Note: This feature is only available on the Advanced plan and you must have the Manage Advanced Inbox Features feature permission enabled.

Configuring Customer Feedback settings

Before you can send feedback requests on Twitter replies and Facebook private messages, enable Customer Feedback for your Twitter and Facebook profile(s). 

To do this:

  1.  Navigate to Account and settings > Settings.
  2.  Click Customer Feedback under Inbox. 
  3. Use the profile picker to choose which profile you want to configure.
  4. Select Enable Feedback for the profile to start configuring the settings.
  5. Enter the following fields:
    image1.png

    • For Twitter:
      • Feedback Request DM - enter the message you want customers to see when you send a feedback request.
      • Feedback Type - choose either Customer Satisfaction Rating (CSAT) or Net Promoter Score (NPS).
      • Feedback Question - automatically selected based on the feedback type.
      • Company Name - enter how you want the survey questions to refer to your company.
      • Privacy Policy URL - copy and paste the link to your hosted privacy policy.
    • For Facebook:
      image4.png

      • Request title - enter the message you want customers to see when you send a feedback request via DM. 
      • Request subtitle - enter the subtitle you want to appear in the DM.
      • Request button - enter the name you want to appear on the request button.
        image5.png

      • Feedback Type - choose either Customer Satisfaction Rating (CSAT) or Net Promoter Score (NPS).
      • Privacy Policy URL - copy and paste the link to your hosted privacy policy.
  6. Click Save.

You can click Reset Settings to start over.

After you complete your feedback gathering, you can see results in the Customer Feedback Report.

Sending feedback requests from Sprout

After you configure your Twitter and Facebook profiles to collect feedback, image2.png appears in Compose when replying to Tweets from any profile you enabled feedback for or when responding to Facebook private messages. 
image7.png

Click this to send a feedback request to your customer.

Note: You can only send feedback requests to customers you can direct message. Customers can only complete the feedback survey via one of Twitter's official mobile apps.

If you selected Net Promoter Score as the Feedback Type, your survey appears like the following:

image12.png

Customers can complete your Feedback Card and type a free-form response. When they complete the survey, you can see the results in the Customer Feedback Report.

Keep in mind that Feedback Cards don't appear in DM conversations on Twitter's desktop experience. This means that customers who are viewing DMs on Twitter's website won't see Feedback Cards. However, they will see them in Twitter's iOS and Android apps.

To alleviate confusion for your audience, use an accompanying message with the Feedback Card that invites your customer to leave feedback in a manner that is agnostic to the rating feature in the card. 

Here are some examples:

  • Thank you for reaching out to us on Twitter. If you have time, we’d love your feedback on the support specialist you connected with.
  • If you have time, please provide feedback on your conversation with us today.
  • Thanks for reaching out to us today. Please let us know how we're doing below.

Each of these examples allow for free-form input as a message, conveying similar interest in either Feedback Card or free-form responses.

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